Joanna Hernandez
Montgomery,IL
Summary
Ambitious professional with 17 years of customer support experience, consistently exceeding client expectations and ensuring satisfactory resolutions. Four years of help desk support for escalated inquiries developed strong de-escalation, negotiation, and customer retention skills. Hands-on experience as a utility specialist in the natural gas industry with operational knowledge. Seeking opportunities for career advancement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Utility Specialist- Full Time
Nicor Gas
05.2019 - Current
- SURVEY AND INSPECT COMPANY NATURAL GAS FACILITIES (ABOVE GROUND PIPING, METERS)
- METER READING
- SCRAPING AND PAINTING
- GAS LEAK DETECTION PROCEDURES AND LEAK GRADING
- USE OF FIELDSMART MAPS AND GIS SOFTWARE
- SKILLED IN USING GAS DETECTION EQUIPMENT AND COMPLIANCE W/ CALIBRATION REQUIREMENTS
- PERFORM PHYSICAL TASKS IN VARYING WEATHER AND ENVIORMENTS
- BASIC PIPE LOCATING AND OTHER SPECIALIZED TOOLS (SENSIT GOLD G2, VOLTAGE METER, DP-IR GAS DETECTOR) HAND TOOLS
- KNOWLEDGE OF HAZARDOUS MATERIAL & SAFETY PROTOCOLS
- PROFICIENT IN DOCUMENTING WORK
- INSTALL, EXCHANGE, ACTIVATE, AND TROUBLESHOOT ARD MODULES
- GAS TURN OFF AND LOCKING EQUIPMENT
Customer Care Specialist
Nicor Gas
05.2019 - 07.2024
- ANSWER CUSTOMER REQUESTS OR INQUIRIES CONCERNING SERVICES, PRODUCTS, BILLING, CLAIMS, AND REPORTS PROBLEM AREAS.
- OFFER SOLUTIONS AND SOLVE PROBLEMS THAT ARE SOMETIMES UNSTRUCTURED AND THAT MAY REQUIRE RELIANCE ON CONCEPTUAL THINKING.
- ANSWER COMPLEX CREDIT AND BILLING INQUIRIES, INVESTIGATE HIGH BILLS, ANALYZE CUSTOMER CREDIT STATUS, QUOTE AMOUNT DUE, AUTHORIZE EXTENSIONS, AND MAKE ARRANGEMENTS FOR PAYMENT OF PAST DUE BILLS, FINAL BILLS, AND RETURNED CHECKS.
- PERFORM ACCOUNTING FUNCTIONS RELATED TO ORDERS, ADJUSTMENTS, AND CORRECTIONS.
- PREPARE FIELD ORDERS (E.G., TURN-ONS, TURN-OFFS, TRANSFERS, METER SETS AND REMOVALS); UPDATES AND MAINTAINS CUSTOMER ACCOUNT INFORMATION. DETERMINE DOCUMENTATION REQUIREMENTS, REVIEW.
Temporary WorkForce Planning
Nicor Gas
05.2023 - 04.2024
- MONITOR CALL CENTER AGENTS TO ENSURE FOLLOWED ADHERENCE
- UPDATES SCHEDULES, QUALITY COACHINGS, MEETINGS
- EXCUSE ADHERENCE
- CHANGE ASSIGNED SKILLS IN CMS FOR CSRS
- WATCH QUEUES AND SKILL AS NEEDED
Cocktail Beverage Server Part-Time
Hollywood Casino- Aurora
10.2023 - 11.2023
- PROVIDE BEVERAGE AND ALCOHOL TO CASINO PATRONS
- MONEY HANDLING
- POS SYSTEM
- BASSET CERTIFICATION AND FOOD HANDLERS' CERTIFICATION
- ILLINOIS GAMING BOARD APPROVAL
Client Service Representative- Full Time
Delta Dental of Illinois
10.2018 - 05.2019
- UNDERSTANDING OF DENTAL TERMINOLOGY.
- INBOUND CALL CENTER (ELIGIBILITY/ BENEFITS/EOBS/ HMO/PPO/PREMIERE)
- ACCURATELY RESPOND TO VERBAL AND WRITTEN INQUIRIES AND COMPLAINTS DIRECTLY FROM SUBSCRIBERS, PROVIDERS, BROKERS, OR GROUP ADMINISTRATORS.
- MAINTAIN AND FOLLOW UP ON DOCUMENTS FOR ALL ADJUSTMENT REQUESTS, CHECK INVESTIGATIONS, OVERPAYMENT LETTERS AND E-FORMS.
Customer Care & Help Desk Support- Full Time
S&S Activewear
Bolingbrook, Illinois
09.2013 - 10.2018
- WORKS DAILY FROM INTERNAL WEB MAILBOX CONTAINING ALL WEB SUBMITTED COMPLAINTS/ ISSUES/ RETURN AUTHORIZATION REQUESTS
- WORK WITH FEDEX, UPS, ONTRAC, & MESSENGER SERVICES TO INVESTIGATE TRACKING ISSUES, DELAYS & RESHIP REPLACEMENT ORDERS TO ACCOMMODATE THE CUSTOMER'S NEEDS IF APPLICABLE.
- ORGANIZE WORKFLOW TO MEET CUSTOMER IN HAND DATES, CUT OFF TIMES & PROJECT DEADLINES.
- RESPONDING TO CUSTOMER INQUIRIES VIA EMAIL, FAX, & PHONE, INCLUDES FOLLOWING COMMUNICATION PROCEDURES, GUIDELINES AND POLICIES AS WELL AS ENSURING THE APPROPRIATE CREDITS HAVE BEEN APPLIED TO THE CUSTOMER.
- WORKED SUCCESSFULLY WITH DIVERSE GROUP OF COWORKERS TO ACCOMPLISH GOALS AND ADDRESS ISSUES RELATED TO OUR PRODUCTS AND SERVICES.
Education
Waubonsee Community College
Aurora, IL, USA01.2013
Diploma -
East Aurora High School
Aurora, IL, USA01.2006
Skills
- Critical thinking and problem resolution
- Analytical and research skills
- Interpersonal communication
- Negotiation techniques
- FieldSmart maps
- Hazardous materials safety
- Safety compliance
- Self and time management
- Risk assessment and mitigation
- Gas leak detection
- GIS software proficiency
- Meter reading accuracy
- Calibration compliance
- Safety protocol adherence
- Pipe locating expertise
- Documentation management
- Regulatory compliance knowledge
- First aid and CPR certification
Certification
- UTILITY SPECIALIST CERTIFICATION
- LEAK SURVEY (INSIDE, BUSINESS, AND PUBLIC BUILDING SURVEYS)
- COATING APPLICATION & REPAIR
- BASIC PIPE LOCATING
- DP-IR LEAK DETECTION
- SMITH SYSTEM DRIVING
- ILLINOIS GAMING BOARD ILLINOIS GAMBLING ACT L3
- ILLINOIS BASSET CERTIFICATION
- FOOD HANDLER CERTIFICATION
- CPR CERTIFICATION
References
Available upon request.
Awards
EMPLOYEE OF THE MONTH, HIGHEST QUALITY ASSURANCE SCORE, CSR PAPERLESS CAMPAIGN WINNER
COMMUNICATION
- COLLABORATED WITH PEERS- VOICE OF THE EMPLOYEE FOCUS GROUP
- PARTICIPATED IN CAREER DAY AS VOLUNTEER ON BEHALF NICOR.
Timeline
Cocktail Beverage Server Part-Time
Hollywood Casino- Aurora
10.2023 - 11.2023
Temporary WorkForce Planning
Nicor Gas
05.2023 - 04.2024
Utility Specialist- Full Time
Nicor Gas
05.2019 - Current
Customer Care Specialist
Nicor Gas
05.2019 - 07.2024
Client Service Representative- Full Time
Delta Dental of Illinois
10.2018 - 05.2019
Customer Care & Help Desk Support- Full Time
S&S Activewear
09.2013 - 10.2018
Waubonsee Community College
Diploma -
East Aurora High School
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